How To Make A Claim


1. Gather Documentation For Your Claim

Having this ready before you make your claim will allow us to assess your claim effectively and quickly. Choose which part of the policy you will be claiming under to see what documentation you will need.

If you are not sure if you have provision to claim under your policy or not please contact us before you gather your documentation. 


2. Contact Claims

To speed things up please have your policy number handy and any documentation that will help support your claim.

Please note you must give us any information we reasonably ask for to support your claim at your expense, such as but not limited to, police reports, valuations, medical reports, original receipts or proof of purchase and ownership. If required, we may ask you to provide us with translations into English of any such documents to enable us to consider your claim.

Telephone: 1300 369 883

Email: [email protected]

If you purchased before midnight on the 21st November 2015 please call: +61 7 3305 7499


- OR -


 Fill Out A Claim Form

If you purchased on or after the 22nd of November 2015

Download Form

If you purchased before midnight on the 21st November 2015

Download Form


3.  Send Us Your Claims Form And Documentation


What Happens Next

  1. Claims will identify if all of the relevant informaiton has been provided. 
  2. You will be contacted within 10 business days from the receipt of your claim and work closely with you to process your claim as quickly as possible.
  3. Once all of your documentation has been recieved we assign a specialist claims manager who assesses your claim from start to finish.  


Claims FAQs

  • How Can I Make a Claim?
  • In the event that you need to make a claim simply call 1Cover Claims Team - they'll guide you through the claims process. Otherwise you can email or mail us the completed claims form which is available here


  • What Are Supporting Documents?
  • When you submit your claim, you'll need to provide certain documents for us to be able to assess your claim effectively.

    a) For medical, hospital or dental claims you'll usually need original medical accounts and receipts.
    b) For loss or theft of your luggage/personal effects you'll need a written notice of your police report. You'll also need to prove ownership for the items.
    c) For damage or misplacement of luggage/personal effects, caused by the airline or any other operator or accommodation provider, report the damage or misplacement to an appropriate official and obtain a written report, including any offer of settlement that they may make.


  • How Long Will It Take to Process My Claim?
  • In most cases your claim will be processed within 10 business days provided all the necessary documentation is received.


  • How Long Do I Have To Submit a Claim?
  • Please notify us as soon as possible by calling 1300 369 883 or submitting a claim form.


  • What Happens If I Don't Have Original Receipts?
  • We understand that sometimes you might not be able to provide original receipts for some items. Don’t worry you may still lodge a claim, as you may be able to submit alternate proof of ownership to substantiate your claim.


  • What Is An Excess?
  • Excess means the amount which you must first pay for each claim arising from one event before a claim can be made under your policy.


  • Why Do I Need Supporting Information?
  • Supporting documentation is important as it will substantiate your claim and allow us to determine whether you are covered under the policy. You must give us any information we reasonably ask for to support your claim. This includes documentation such as but not limited to: police reports, valuations, medical reports, original receipts or proof of ownership.


  • Can I Make More Than One Claim Under One Policy?
  • Yes, however an excess may be applicable for each claim you are making.


  • Is My Policy Extended If My Return Journey Is Delayed Due To A Claimable Event?
  • You may extend your cover free of charge if you find that your return to Australia has been delayed because of one or more of the following:

    a) a bus line, airline, shipping line or rail authority you are travelling on, or that has accepted your fare or luggage and personal effects, is delayed
    b) The delay is due to a reason for which you can claim under your policy (subject to 1cover approval).

    Please refer to the PDS for further information.